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FCC User Testing Plan
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GOAL/OBJECTIVES:The have each participant successfully "File a Complaint" online via the FCC's site
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TASK 1: File a complaint regarding spam calls
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Research Question:
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Goal/Output:Participants will successfully locate, access and submit a complaint form for a phone number/call via the FCC site
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Assumptions:Participants have access to the web via smart device or computer
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Scenario/Steps:1. Participant will navigate to the FCC's site - ffc.gov
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2. Locate "Consumer Complaints" on the homepage (There are two options, one on the top bar, one on the main page. Both are correct answers)
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3. Select "Phone" as your medium of complaint
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4. Glance through the Phone Form to see what category the participant's complaint will be filed under
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5. Click and load the "Form" page
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6. Fill out the relevant information
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7. Submit the form! Yay!
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Success Criteria:Participants will have successfully submitted a complaint to the FCC via their site
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Notes:
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TASK 2: Apply for affordable connectivity program
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Research Question:Can users easily apply for the affordable connectivity program?
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Goal/Output:Participants will successfully locate and apply for the affordable connectivity program
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Assumptions:Participants have access to the web via smart device or computer
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Scenario/Steps:1. Participant will navigate to the FCC's site- fcc.gov
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2. Participant will notice the box on the homepage discussing the affordable connectivity program
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3. Click "Find out if you qualify and how to participate"
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4. Participant reads eligibility information
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5. Participant scrolls down and clicks the blue "Apply Now" button
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6. Click blue "Apply Now" button on the next page
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7. Participants are brought to the form and input their information
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8. Submit the form!
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Success Criteria:Participants are able to find the affordable connectivity program application form.
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Notes:
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Task 3: Report inability to contact 911
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Research Question:Can participants easily report a public safety complaint regarding an inability to contact 911
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Goal/Output:Participant will be able to easily report 911 call issues
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Assumptions:Participant will be able to access the internet to report this issue
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Scenario/Steps:1. User will navigate to the FCC's site- fcc.gov
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2. Participant will click "File a Public Safety Report"
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3. User will scroll down to click "Public Safety Reporting" button
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4. User will use dropdown menu to select "Public Safety Request"
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5. User will use dropdown menu to select "911 Service Outage"
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6. User will Submit form.
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Success Criteria:
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Notes:
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